Download Word 2003 CV

Valli Bhaskaran, 2 Dalcross Road, Hounslow TW4 7RA

Home: 020 8582 6017

Mobile: 07877 366282


Personal Details

Citizen: British

Driving Licence: Valid, clean UK Driving Licence

Interests: Travelling, current affairs, running, reading

References: On Request


Dell Certified 2006 on Dimensions and Latitudes

Radio & TV Servicing, City & Guilds 224

Industrial Electronics Certificate, City & Guilds

Desktop Support Profile

Customer relation: Several years experience dealing with clients at a variety of levels, resolving technical and procedural issues on the phone with clear, precise fault/report writing using Touch Paper. Commended by HP for service excellence.

PC/MAC 2nd level support experience: Windows 2003 Active Directory User Administration and Legacy Support - Windows NT/SBS 4.5/98/WFW 3.11 networks with MS DOS ver 6.22 or prior versions, archiving and restoring using ARC Serve 11.5 with HP MSL 6000 series backup system.

End-user support experience: : Several years experience supporting end users on Windows 2000/XP, Office 2003 for PCs, OS X 10.4.9, Office 2004 for MACs, Adobe Creative Suite 3, Lotus Notes 7, Remote Access, VNC and RDP Connection tools to control and resolve remote Desktop issues, Citrix Client installation and support, disk duplication using Symantec Ghost or WinInstall and RADWEB for MAC OS X, basic administering Cisco Switches and Routers.

Hardware support experience: Trouble shooting any PC make, Dell, HP, IBM and also Apple Mac G3s, G4s and G5's and HP Laser printers, dot-matrix printers, DTE/DCE peripherals.

Employment History

Employer: Heidrick & Struggles (17th Jan 11 - Feb 18th 11)

Client Site: 40 Argyll Street, London W1F 7EB

On-Site Senior Desk side Support Analyst:

Senior On-Site Engineer managing a 150 corporate user base in London and HCL call centre in Chennai.

Supporting and managing incl. telephone support on Windows XP operating systems, setting up Cisco IP phones using Call manager and adding Blackberry users in BES 4.7, setting up Laptops and Desktops according to Client policies and standards and to resolve incidents reported through the Call Centre using Remedy.

Applications support on Outlook 2003, Office 2003 and Active Directory tasks.

Previously Dell certified, trouble shooting Heidrick's Dell, HP and Dell PCs. Liaising with the third party company for support (Charter House) when our Sharp MX 6200 MDFs and faxes fail.

Multitasking in a fast-paced environment, while maintaining quality.

Consistently present a professional image, both on the phone and in person.

Employer: Red Bee Media Centre (Sep 10 - Dec 10)

Client Site: White City, London

1st/2nd Level Support:

Part time/odd days, supporting a 1000 user based media environment including BBC and ITV.

Called in when needed for varied IT tasks, including 1st and 2nd level support and managing PC moves on Windows 2003 network systems/Office 2003 environment.

Employer: Waitrose HQ (18th Mar 10 - 24th Sep 10)

Client Site: Southern Industrial Area, Bracknell, Berkshire RG12 8YA.

1st/2nd Level Service Desk Analyst:

Supporting a 2000 user based retail systems environment.

Accurately logging user incidents (problems or requests) into Touchpaper either from a user’s phone call or from a user’s email.

Providing 1st/2nd line telephone support on Novel OES 2/Windows 2003 network systems/Office 2003/Lotus Notes 7/Business Objects and several bespoke websites and Domino bespoke databases, to isolate the incident and resolve.

SMS packaged software deployment and end-user administration tasks using Active Directory 2003, Novell Client 4.91, SecurEnvoy admin to resolve VPN/Citrix virtual conectivity problems.

Resolving over 50% of 1st/2nd level Touchpaper tickets using vnc and RDP.

Employer: BAUER Media, previously EMAP UK (11th Jun 07 - 31st May 09)

Client Site: Mappin House, 4 Winsley Street, London W1W 8HF

2nd Level Service Desk Analyst:

Supported initially a 1700 user based publishing environment with editorial teams consisting of several magazines, including Empire, Empire Online, FHM, FHM Online, Zoo, Heat, Q, Mojo and Kerrang.

Supporting Radio & TV Team, consisting of Kiss 100 FM, Magic 105.4FM, The Box and The Hits.

Resolved 80% of 2nd level Touchpaper tickets using Remote Assistance, supported MS office 2003 suite incl. Outlook 2003 and other non standard apps, Onyx, Powerlog, Planit.

Also supported Office 2004, Entourage 2004 and Adobe Indesign 3 with Font Reserve issues running OS X.4.9.

SMS packaged software deployment and end-user administration tasks using Active Directory 2003.

Hardware systems supported were HP desktops and laptops, dc530, dc7100/7600/7800, nc6000, nc6220, nc6400, 6910p.

Desk visits tickets were frequent but scheduled and conducted between 2 buildings a mile part in West end.

iPhone Smartphone support.

Employer: Samsonite UK (Mar 19th - 18th May 07)

Client Site: Samsonite House, 4 Mondial Way, Hayes, Middlesex UB3 5AR

IT Support Analyst:

Supporting and managing a 70 user, executive site with XP SP2 and OS X 10.4.9 platforms in the interim of the manager's absence.

Ensuring the LAN and WAN are running correctly including the HP MSL 6000 series daily backups have completed successfully with ARCServe 11.5.

Configuring visitor's laptop with wireless internet only access via our Cisco 1506 Wireless LAN Router.

Configuring Cisco 7970 IP phones for new starters using Cisco Call Manager 4.1.

Setting up Polycom VSX 7000e Video Conference System with Samsonite branches mainly between US.

Supporting Adobe Creative Suite 3, Word, Excel, PowerPoint.

Lotus notes administrator - managing and customizing the Notes Desktop, managing ACL's, Groups, Roles, Calendars and Schedules, resolving Notes permission/re-configuration issues.

AD 2003 User Administration, remote user VPN login issues, PC/Laptops cloning using Ghost and Mac G4 builds and systems supported were Toshiba M300, HP 6100 and 5100 series and Apple G4 laptops.

Activating Blackberry handhelds 8100.

Employer: Financial Times Business (Oct 19th - 31st Dec 06)

Client Site: Tabernacle Court, 16-28 Tabernacle Street, London EC2A 4DD

Desktop Support Analyst:

1st/ 2nd line user support for around 200 users using a mixture of Windows XP SP2, and OS X 10.3/4 platforms.

Daily tasks included manning ICT helpdesk (0800 - 1900 hours shift)

Supporting Word, Excel, PowerPoint, Lotus notes administrator, managing and customizing the Notes Desktop, managing ACL's, Groups, Roles, Calendars and Schedules, troubleshooting delivery failure.

RAdmin'ing to resolve Notes permission/re-configuration issues, Windows NT User Manager for Domains administration, resolving print fail errors, remote user VPN login issues.

Calls were timely tracked on Notes Database including the issue of pool laptops and projectors.

Hardware systems supported were Dell Dimensions, Latitudes, Apple MAC G4 and 5s, HP 4050, 8000 series printers.

Special Project: Migrated around 40 MAC users to Dell 620s using WinInstall, first backing up user data i.e. desktop files/folders, Notes id/local archives, favorites and finally switching the users to the PC VLAN via telnet to the Cisco switch.

Employer: The Guardian (Sept 06 - Oct 06)

Client Site: 119 Farringdon Road, London EC1R 3ER

Desktop Support Analyst:

Short contract, 2nd line user support incl. telephone support for around 1000 users on Windows XP, and MAC OSX 10.3/4 platforms.

Main application support on MS Office 2003 and Lotus Notes 6.53 using Touchpaper as the tracking system.

Hardware systems supported were Dell Dimensions, Latitudes, MAC 4s and 5s.

Employer: Wincor Nixdorf (Nov 03 - May 06)

Client Site: GE Healthcare, Slough, Berks

On-Site Senior IT Support Analyst:

Senior On-Site Engineer working on processes, including training other engineers as well as streamlining the support processes.

Supporting incl. telephone support for around 700 users on Windows XP and Windows 2000 operating systems, ensuring that all Dell Desktop computers and Laptops were set up according to GE policies and standards and to resolve incidents reported through the ICT Service Desk.

Applications support on Outlook 2000/ 2003, Word/Excel/Project/Access/ and MYSQ administration.

Dell certified to modular repair and fix Latitude Laptops, Optiplex and Dimension PCs, trouble shooting HP and Dell printers.

Multitasking in a fast-paced environment, while maintaining quality.

Consistently present a professional image, both on the phone and in person.

Commended by HP on couple of occasions for providing excellent service.

Special Project: Setup a Symantec Ghost 8 Server workshop with KVM switch to clone several Dell PCs simultaneously, reducing SLA . The workshop included a Cisco 2950 24 port switch which I configured and maintained using Cisco IOS command-line interface. One of the commands I introduced was switch port mode access not to go through spanning-tree process, speeding up switch port startup.

Employer: Lonza Biologics PLC (Apr 03 - 20th Jun 03)

Client Site: 228 Bath Road, Slough, Berks SL1 4DY

IT Support Analyst:

GMP trained to take responsibility including good practises in Laboratory IT systems.

Supporting around 500 Windows XP users on a 2000 Server platform.

Applications support on Outlook 2000, Word/Excel/Project/Access.

Administrative tasks using ADS to add users/groups, creating users/distribution list on Exchange 5.5, restoring lost or corrupted files using Veritas 8.5, remote user support using XP's Remote Assistance and Remote Desktop.

Patching and enabling locked LAN ports via Telnet on Cisco Catalyst 9600 switches and configuring Cisco IP phones.

Trouble shooting printers, HP5100DN, HP4500.

Employer: Ltd (Apr 00 - 5th Sep 2002)

Client Site: Studio 1B, 101 Farm Lane London SW6 1QJ

ISP Support Engineer:

Timely and accurate contract billing for the purchases of our services, i.e., domain names, web spaces, emails and renewals, banking the cheques received.

Corresponding with third parties and clients via telephone or letter/email regarding outstanding payments, queries.

Making accurate monies to be sent to the Naming Authorities, namely Nominet and Netsol for the domain names we have bought.

Ensuring office network PCs (2000 and XP platform) and Macs (iMacs and G3s) running correctly, including backing up and installing software.

Maintaining ADSL LAN connections, including router and patch panel and monitoring TCP/IP use.

Patching, backing up and supporting Linux (Cobalt Raqs), Macintosh (G3) and Windows servers (SBS4.5 and 2000), housed in remote data centre.

Supporting over the phone setting up web and mail configuration for hosted clients.

Day to day running Domain name service,, including name registrations and renewals, database operation (FileMaker Pro) and maintaining two mail and web forwarding servers.

DNS troubleshooting was also an important part of this role.

With a wide range of services and systems, it was vital that everything was documented on the company Intranet.

Whilst we did not man the office 24/7, I was on call from our automated reporting system on a 24/7 basis. Servers could be accessed via Timbuktu and SSH, should problems occur out of normal hours.

Personal Projects

1) A stand-alone slow PC with pop ups is more likely caused by virus/s performing job/s over killing the CPU, thus slowing start ups or when writing an email or a Word letter or browsing. 2stroked PCs or laptops fixes just that with 2 keystrokes using Symantec Ghost to restore any Microsoft systems in approximately under 30 minutes and also importantly avoiding user data.


2) "Asterisk IP PBX" an open source communication server